Umniah and Intella Partner to Develop Customer Service Centers Using AI Solutions

Umniah, a subsidiary of the Bahraini Group Beyon, has signed a memorandum of understanding with Intella, a specialist in deep technology and data intelligence in the MENA region, particularly in real-time intelligence, market research, and speech-to-text conversion. The goal of this memorandum is to advance Arabic speech-to-text technology within customer service centers using AI. This MoU aims to elevate the customer experience and operational efficiency of companies and institutions in Jordan.

Umniah’s corporate clients will utilize Intella’s technology to enrich their customer service centers. The objective is to analyze and enhance customer experiences by addressing various suggestions, inquiries, and complaints. The Intella voice tool accurately converts the voices of Arabic speakers across more than 25 dialects into written text with about 95.7% precision. These transcriptions are swiftly duplicated, translated, and analyzed for immediate decision-making and reporting purposes.

As part of the agreement, Umniah will offer this technology to its current and potential corporate clients. Intella, on the other hand, will upgrade customer service centers by integrating advanced AI solutions, focusing on market research, intelligent conversations, and direct speech-to-text conversions through AI technology.

This collaboration enables companies and institutions to extract greater value from customer interactions. Typically, customer service centers without this technology analyze only 5-10% of calls.

Iyad Jabr, Chief Business Officer at Umniah, expressed enthusiasm about the partnership with Intella, stating, “We are excited to collaborate with Intella to boost our AI capabilities. This partnership will enhance client experiences, improve communication analysis, extract key information, and expedite response times in our customer service centers. These enhancements will significantly contribute to delivering outstanding and efficient customer service.”

Nour Taher, Co-Founder & CEO at Intella, remarked, “We are delighted to join forces with Umniah to upgrade its business sector customer service centers with advanced AI technology. Our innovative applications and intelligent analytics aim to elevate customer experiences, enhance responsiveness, and augment internal operational efficiency for companies.”